23/26 - ICT Helpdesk Officer
Information Communications & Technology
Suva, Central
July 24, 2026
Organisation Summary
The Fijian Competition & Consumer Commission (FCCC) is an independent statutory body established under Section 7 of the FCCC Act 2010 that promotes effective competition and informed markets, encourages fair trading, protects consumers and businesses from restrictive practices, controls prices of regulated industries and other markets where competition is lessened or limited.
Purpose & Nature of Role
The Helpdesk ICT officer will play an important role in the ICT team, working in close collaboration with the Senior ICT Officer & System Analyst and Manager ICT in providing technical support to end users, troubleshoots for internal customers and user issues, and/or guide them through specific tasks and actions for Computer Hardware systems and devices including, but not limited to, PC LAN technology, software operating and utility system(s). The Helpdesk ICT officer will be responsible for providing technical assistance on all computer systems and serves as the first contact for internal customers who need technical assistance over the phone or email and analysing the success of this content according to performance indicators of the role to ensure FCCC grows its reach and engagement across all ICT related channels. The incumbent will ensure that the overall goal of a Helpdesk ICT officer is to completely control the incident management process, which involves restoring services as quickly as possible. The incumbent will keep on top of software and technical issues and use this to inform the ICT activities to various Departments, while being knowledgeable and up to date with the latest ICT advances and Cybersecurity threats.
Key Results Areas (KRAs)
- Hardware & Device Management
- First-Line Technical Support & PABX Support
- Support Request Management & Customer Service
- User Access & Security Management
- System & Software Maintenance and Documentation Training, Communication & Process Improvement
Key Accountabilities
- Provide technical support across FCCC, assisting with troubleshooting, maintaining systems, and delivering solutions through various communication channels (in-person, phone, or virtual).
- Assist in installing, configuring, repairing, and replacing computer hardware, software, systems, and networks in line with FCCC guidelines.
- Respond to ICT inquiries, requests, and software updates for the organization.
- Maintain and monitor computer systems, networks, and other ICT devices to ensure optimal performance.
- Provide expert advice on the selection and procurement of hardware and software, considering specifications such as processor speed, performance requirements, and other technical factors suited to the organization's needs.
- Provide support for the commissioning, management, and maintenance of the PABX system, ensuring it operates efficiently and meets organizational requirements. Additionally, assist in the procurement, configuration, and replacement of corporate mobile devices, ensuring smooth integration with the organization's telephony and communication systems.
- Assist in setting up accounts for new users at FCCC, collaborating with relevant department managers.
- Maintain an accurate inventory of computer hardware, software (including licenses), and consumables, ensuring proper tracking of assigned equipment (e.g., laptops, desktops, peripherals), and notify relevant department heads about new releases, MIS trends, and issues.
- Perform preventive maintenance duties on ICT hardware, including cleaning and ensuring equipment is in good working order.
- Record, prioritize, and track support requests, and generate weekly reports to analyze recurring problems and ensure timely resolutions.
- Ensure the repairing and replacing of equipment as necessary according to FCCC guidelines and policy.
- Identify and escalate urgent situations to appropriate stakeholders.
- Maintain technical and user documentation, system reports, and ICT meeting minutes securely and in an organized manner.
- Follow up on IT audit feedback under the supervision of the Senior ICT Officer & System Analyst.
- Provide training to staff on troubleshooting and diagnosing ICT-related problems.
- Ensure Occupational Health & Safety procedures are followed during hazardous work both inside and outside office premises.
- Highlight hazards concerning the area of work to the Department Manager.
- Ensure innovation and continuous improvement strategies are implemented on a random basis to achieve FCCC’s desired outcomes.
- Perform any other official task assigned by the Manager or Executive Management relevant to FCCC’s operations.
Qualification
A Degree in Computer Science/Information Systems or related discipline highly preferred.
Knowledge and Experience
- Proven experience in Helpdesk ICT with at least 3 year of work experience in a similar role
- Excellent verbal and written communication skills.
- Ability to diagnose and repair issues related to desktops, laptops, printers, and other peripherals.
- Good problem-solving, analytical, and team-working skills.
- Excellent communication and interpersonal skills.
- An openness to learning new technologies.
- Understanding of basic networking concepts (e.g., TCP/IP, routers, switches, DNS, DHCP).
- Familiarity with productivity software (e.g., Microsoft Office, Google Workspace).
- Knowledge of common software troubleshooting methods.
- Experience with remote desktop support tools like TeamViewer, AnyDesk, or remote troubleshooting platforms.
- Basic understanding of cybersecurity principles and the ability to assist with antivirus and firewall configurations.
- Familiarity with Helpdesk ticketing systems like Zendesk, ServiceNow, Freshdesk, or Jira Service Management.